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Clarity WFM Administration Manual, v5.7

Version — 5.7

Revision — September 2015

About inContact — inContact (NASDAQ: SAAS) is the leader in cloud contact center software,

helping organizations around the globe create customer and contact center employee experiences

that are more personalized, more empowering and more engaging today, tomorrow and in the

future. inContact focuses on continuous innovation and is the only provider to offer core contact

center infrastructure, workforce optimization plus an enterprise-class telecommunications network

for the most complete customer journey management.

Uptivity WFO offers inContact customers a choice of deployment options. For more information

about WFO for premise or hybrid environments, visit www.Uptivity.com. To learn more about WFO

in the cloud, visit www.incontact.com.

Copyright — ©2015 inContact, Inc.

Disclaimer — inContact reserves the right to update or append this document, as needed.

Contact — Send suggestions or corrections regarding this guide to documentationsrequest-

[email protected].

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Table of Contents

Introduction ............................................................................................ 7

Audience .......................................................................................................................... 7

Goals ................................................................................................................................ 7

Assumptions ................................................................................................................... 7

Need-to-Knows ................................................................................................................ 7

Clarity Terminology ................................................................................................................. 8

What’s New in this Version ............................................................................................. 9

Clarity WFM Overview ........................................................................... 10

Configuring Data & Import Settings ....................................................... 11

Devices Overview .......................................................................................................... 11

Add a Device .................................................................................................................. 11

Edit a Device .................................................................................................................. 12

Remove a Device ........................................................................................................... 12

Data Settings Overview ................................................................................................. 13

Configuring System Settings ................................................................. 14

System Settings Overview ............................................................................................ 14

Configure AD Group Role Synch ................................................................................... 14

System Settings: General Reference ............................................................................ 15

Site Settings .......................................................................................................................... 15

Email Settings Reference ..................................................................................................... 15

Forgot Password Settings .................................................................................................... 16

Active Directory Settings ...................................................................................................... 16

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Login Settings ....................................................................................................................... 17

PCI Password Settings ......................................................................................................... 18

System Settings: Widget Settings Reference .............................................................. 19

Twitter Settings ..................................................................................................................... 19

Facebook Settings ................................................................................................................ 20

Misc ....................................................................................................................................... 20

Configure the Scheduling Service ................................................................................ 20

Configure the Service Bus Proxy .................................................................................. 21

Configuring Labor, Shift, and Schedule Settings .................................... 22

Labor, Shift, and Schedule Settings Overview ............................................................. 22

Configure Titles ............................................................................................................. 23

Skills Overview .............................................................................................................. 23

Defined Hours of Operation for Skills ........................................................................... 24

Adding Skills .................................................................................................................. 24

Editing Skills .................................................................................................................. 25

Deleting Skills ................................................................................................................ 25

Skills Field Reference .................................................................................................... 26

Queue Hours Fields ............................................................................................................... 27

Configure Service Levels............................................................................................... 28

Labor Units Overview .................................................................................................... 28

Configure Labor Units ................................................................................................... 29

Locations Overview ....................................................................................................... 29

Configure Locations ...................................................................................................... 30

Configure Teams ........................................................................................................... 30

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Leave Request Types Overview .................................................................................... 31

Configure Leave Request Types ................................................................................... 32

Work Modes Overview................................................................................................... 32

Shift Activity Types Overview ....................................................................................... 33

Configure Shift Activity Types ...................................................................................... 34

Roster Types Overview ................................................................................................. 34

Configure Roster Types ................................................................................................ 35

Configure Work Modes.................................................................................................. 35

Configure Aux Reasons................................................................................................. 36

Shift and Schedule Settings Overview ......................................................................... 37

Configure Shift Templates ............................................................................................ 39

Add Activities to a Shift Template ................................................................................ 39

Configure Schedule Types ............................................................................................ 40

Add Shift Templates to a Schedule Type ..................................................................... 41

Business Closures Overview ......................................................................................... 42

Configure Business Closures ........................................................................................ 43

PTO Blackout Dates Overview ...................................................................................... 43

Configure PTO Blackout Dates ..................................................................................... 44

Configuring Permissions, Roles and Accounts ....................................... 45

Permissions & Roles Overview ..................................................................................... 46

Role Configuration Examples ....................................................................................... 47

Example Role: Agent/Employee ........................................................................................... 47

Example Role: Team Lead/Supervisor ................................................................................. 49

Example Role: Scheduler ...................................................................................................... 52

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Example Role: Manager/Administrator ................................................................................ 53

Configure Roles ............................................................................................................. 56

Permissions Reference ................................................................................................. 56

Configure Employee Accounts ..................................................................................... 58

Employee Account Field Reference ............................................................................. 59

Import Employees ......................................................................................................... 61

Mass Update Incomplete Users ................................................................................... 62

Appendix: Time Zones ........................................................................... 63

Document Revision History ................................................................... 66

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Introduction

Audience

This document is written for end users who will serve as administrators of the Clarity WFM

application. Readers should have a basic level of familiarity with general networking and

their organization's LAN, their organization's PBX, the business rules in their contact

center(s), usage of a PC and its peripherals, and the Windows operating system.

Goals

The goal of this document is to provide knowledge, reference, and procedural information

necessary to administer Clarity WFM in of support those who use it in your organization.

This document is NOT intended as a specific system or network design document, nor is it

designed to educate the reader on contact center concepts or best practices.

Assumptions

This document assumes that Clarity has been installed and integrated with your PBX if

applicable.

Need-to-Knows

Clarity can be installed as a standalone system or with Uptivity WFO for call/screen

recording and quality management. Some functionality is different in hybrid Clarity

WFM/Uptivity WFO systems. Refer to the appropriate Uptivity WFO manual for related

information if yours is a hybrid system.

Several Clarity features use pop-up menus and other windows that may be considered as

“pop-ups” by some browsers. inContact recommends that you configure your browser to

allow pop-ups for the Clarity site.

Clarity supports standard Windows methods for selecting multiple items in a list: press

and hold the Shift key while clicking to select consecutive items or press and hold the

CTRL key while clicking to select non-consecutive items.

In some cases, Clarity provides more than one way to accomplish a task or access a

feature. The procedures in this manual explain the primary method, but also note the

Alternative where applicable.

The AHT Goal setting is not currently used.

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Clarity Terminology

As a Clarity WFM administrator, you will need to understand these application-specific

terms:

Bidding Period: Period of time with defined start and end dates, during which agents

may bid for Bidding Schedules.

Bidding Schedule: Collection of shifts that are not tied to specific Agents, but which

may be bid upon and awarded to Agents by Workforce Administrators.

Labor Units: Groupings of people by department, division, Skill, or other separation

that makes sense for your organization. Most Labor Units have at least one associated

Skill. Clarity will allow multiple Labor Units to have the same name, but this is not

considered a best practice.

Locations: Typically, the different physical locations where employees work. Locations

are associated with Schedule Types. If different labor rules apply to different classes of

employees at the same physical location, different Locations may be needed for each

class.

Roster Types: Activities or states that appear on the Real Time Roster. These can

correspond to either Shift Activity Types (such as Lunch or Meeting) or to events sent

by your PBX/ACD (such as On Call or Available).

Schedule Types: Specify rules for weekly and daily total time and the types of shifts

that can be assigned during a week. The rules set on Schedule Types and Shift

Templates control when employees can be scheduled to work. A Schedule Type can

include one or more Shift Templates.

Service Levels: Every Skill associated with a PBX skill/split will have a corresponding

Service Level.

Shift Activity Types: Activities common to shifts in your organization. These are

configured by your administrator and are used in scheduling.

Shift Templates: Shift Templates use Shift Activity Types and allow you to set the

time guidelines for each activity. Multiple instances of the same Shift Activity Type can

be used in the same template, such as two breaks for a shift. One Shift Template can

be used by multiple Schedule Types.

Skills: PBX/ACD skills, splits or hunt groups. Your administrator may also configure

other soft skills not related to calls. A Skill can be associated with one or more Labor

Units.

Supervisor: Within Clarity, the term "supervisor" has very specific meaning. A

Supervisor in Clarity must have the Can be Supervisor checkbox selected on their

user account and must be assigned as a Supervisor in relation to a Team. Whenever

you see "Supervisor" (as opposed to "supervisor"), this document is referring to a user

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who is configured as a Supervisor in Clarity. For more information, see Permissions &

Roles.

Teams: Groupings of people associated with the same supervisor. Teams and Labor

Units are not related, and people from different Labor Units can be on the same Team.

Titles: Informational job or position titles used in your organization (such as trainer,

supervisor, or team lead). Users can have the organizational title of supervisor, but not

be a Supervisor in Clarity. See Supervisor for more information.

What’s New in this Version

Feature and functionality changes in v5.7 include:

Users can now define hours of operations for Skills, which improves the efficiency of

forecasting. See Skills Overview.

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Clarity WFM Overview This section provides a general overview of Clarity components and their interactions. You

may also find it useful to review the:

Customer Guide to Clarity WFM Integrations for details regarding how Clarity works

with your PBX

Uptivity WFO Administration Manual for information on using SSL, TLS, and Encryption.

A fully-integrated Clarity system includes the following components:

Component Function

PBX Serves as source for historical call data as well as real-time agent status and

skill data.

Clarity

Historical Hub

Service

Service that obtains historical call volume data from your PBX, which is written

to the Uptivity WFO database. Data import parameters are configured during

installation.

Clarity Real-

Time Hub

Service

Service that receives real-time status data from your PBX. This data appears on

the Clarity roster.

Clarity Web

Portal

Provides employees with access to Clarity features and functionality.

Administrators configure the system and manage user accounts from the portal

as well. The Web Portal can be on a different machine from other Clarity

services (such as the Hub services) if necessary.

Uptivity WFO

Database

Stores user accounts and permissions along with Clarity configuration settings,

roster settings, call volume settings, and other information.

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Configuring Data & Import Settings

Devices Overview

Clarity integrates with various telephony data sources to acquire user data and call

volume histories used for forecasting, scheduling, and Real Time Roster reporting. A

Device must be created for each data source. The system uses that Device to track the

source of the call history data and appends new data to that already imported.

All Devices are created with "Generic ACD" for the device type. Integration with different

data sources is handled through Clarity's Hub services. For ease of reference, you should

name each Device to reflect the data source’s name and always select that Device when

importing data.

Add a Device

To add a device:

1. Click the Configuration tab and expand Data & Import Settings in the left

navigation menu.

2. Click Devices.

3. Click Add Device.

4. Click Add Device in the Device type: Generic ACD dialog box.

5. Enter the Device name.

6. Select the Active checkbox and click Save.

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Edit a Device

Before changing the settings of a Device, you must confirm that it is not needed by

another device. You can do this by clearing the Active check. This will display a warning

message that details the devices, skills, users, and so forth tied to that Device.

To edit an existing Device:

1. Click the Configuration tab and expand Data & Import Settings in the left

navigation menu.

2. Click Edit next to the applicable device.

3. Make any needed changes and click Save.

Remove a Device

A Device cannot be deleted if it has ever been used. This is by design. Deleting a Device

also deletes all associated data, and would therefore impact the integrity of historical

information and reports. When you attempt to remove a Device, you will see a message

either telling you the Device cannot be deleted because it has been used, or confirming

that the Device was deleted successfully.

To remove an existing Device:

1. Click the Configuration tab and expand Data & Import Settings in the left

navigation menu.

2. Click the Remove button next to the applicable device.

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Data Settings Overview

This section is provided for reference only. You should never change these settings after

the initial installation without consulting Uptivity WFO Support. Doing so can cause current

schedules, forecasts, and roster information to become unusable. Data settings include:

Fundamental Interval: The basic length of time in the system via which

scheduling/forecasting/ charting is done. This is the granularity at which charts will

show and activities can be scheduled. inContact recommends that all installs use the

lowest (and default) setting of 15 minutes.

Real-Time Interval: Specifies how the real-time services track device statistics that

accumulate over an interval and reset. This value is the reset value (every x minutes).

This value is specific to the client’s device configuration. AACC uses 15 minutes. Some

versions of Avaya CMS use 30 minutes although it might be possible to configure it to

be 15, 30, or 60 minutes. The default value is 30 minutes.

Calls logged upon ending instead of beginning: This setting is related to the

user’s device. It indicates whether a call and associated data is written to Clarity’s

historical records in the time period when the call ended or when it began. The default

value is True.

First Day of Work Week: Sets the starting day of the work week. This is used in

tracking and calculating minimum, maximum, and overtime hours for the week. This

will also change the way reports, charts, and calendars are displayed in the web portal,

changing the first day of the week to match what is set here. The default value is

Sunday.

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Configuring System Settings

System Settings Overview

If you have a hybrid Uptivity WFO/Clarity system, these settings are also available in

the Discover Web Portal, and you should view and administer them there.

System settings in Clarity let you customize various aspects of the system for your

organization. They are divided into four areas: Workmodes, Widget Settings, General, and

Services. For information on Workmodes, see Work Modes Overview. For information on

Services, see Configure the Scheduling Service.

These settings are typically configured during installation. If configuration changes are

needed later, these should be performed by or under the supervision of Uptivity WFO

Support. Settings are explained in the following sections for your reference.

Configure AD Group Role Synch

To simplify administration, users may be placed in one or more Active Directory (AD)

groups that have access to Clarity. You can then relate Clarity Roles to AD group names,

and user roles and permissions are synchronized at each login based on the user’s AD

group membership. This feature is called AD Group Role Synch.

Because AD groups may change after installation, you may need to edit or configure these

settings from time to time. For more information on these settings, see Active Directory

Settings.

To add an AD group for synchronization:

1. Click Configuration and expand System Settings in the left navigation menu.

2. Click General.

3. Under Active Directory Settings, click Add Group.

4. Under Groups, type the name of the AD group exactly as it appears in Active

Directory.

5. Click Add/Edit Roles.

6. In the Unassigned column, click the Role(s) that should be assigned to users in this

AD group.

7. Click > to move the selected Roles to the Assigned column.

8. Click Apply and then click Save.

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To edit the Roles associated with an AD group:

1. Click Configuration and expand System Settings in the left navigation menu.

2. Click General.

3. Under Active Directory Settings, click Add/Edit Roles for the applicable group.

4. Click the Role(s) you want to edit.

5. Click > to move selected Roles from the Unassigned to the Assigned column, or click

< to move Roles from the Assigned to the Unassigned column.

6. Click Apply and then click Save.

To remove an AD group from synchronization:

1. Click Configuration and expand System Settings in the left navigation menu.

2. Click General.

3. Under Active Directory Settings, click Delete Group for the group you want to

remove.

4. Click Save.

System Settings: General Reference

Site Settings

Site Settings are used only in hybrid Uptivity WFO/Clarity installations to enable users to

log in to one system and then access the other system without having to log in again. If

you have a standalone Clarity system, this section does not apply.

IP address entries must begin with “http://” or “https://” as appropriate, and include a

port number if applicable (for example, http:1.1.1.1:85). Otherwise, the URL validator will

not receive a response from the supplied IP/port.

Email Settings Reference

These settings must be specified for Clarity to send emails other than those sent when

users reset their passwords:

SMTP Host Email Server: Enter the hostname of the SMTP mail server Clarity will

use to send emails.

"Send from" Email Account: This can be any email address, real or fake. It does not

have to be tied to the entered username and password.

"Send from" Username: Username for authentication to the SMTP server.

"Send from" Password: Password for authentication to the SMTP server.

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Enable Email Notifications: This option must be selected in order for Clarity to send

email notifications.

Forgot Password Settings

Forgot Password Settings are required if you allow users to reset their own passwords

(see Permissions Reference). These settings are as follows:

Password Max Length: Maximum number of characters a password can contain

(there is no minimum requirement unless you enforce password strength; see PCI

Password Settings).

Password special characters length: Number of special characters the password

can contain (there is no minimum requirement unless you enforce password strength;

see PCI Password Settings).

Mail Subject: Subject line of the email users receive when they click the "Forgot Your

Password?" link.

Mail Body: Body of the email users receive when they click the "Forgot Your

Password?" link.

Active Directory Settings

Active Directory (AD) settings are required if your organization allows AD

authentication. Clarity can be set up to let users authenticate via a Clarity user account

and password (database mode) or via their Windows network/AD credentials (AD mode).

They can also be given a choice of database or AD authentication at the time of login

(hybrid mode). The login mode is typically configured at installation.

In multiple domain environments, Clarity maintains a separate user account for each user

on each domain (this also works with the "Auto Create User on Login" feature). For

example, if Joe Smith works at two different locations, each with its own domain, user

jsmith would be created twice in Clarity, with one account assigned to each unique

domain. Reporting and other features treat the accounts as unique individual users.

Active Directory settings apply to organizations using either AD or hybrid mode for

authentication, and are as follows:

Auto Create User on Login: When the checkbox is selected, allows creation of a user

account in the Clarity database the first time a user logs into the system using

Windows credentials. The user account is populated with the AD account’s login name,

first name, last name, and email address.

If Using AD Group Role Synch, Delete User's Roles That Do Not Match an AD

Group on Login: When your system uses AD Group Role Synch, and this checkbox is

selected, any Roles assigned to an individual user that are not also assigned to that

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user’s AD group are removed from the user’s account at login (see Configure AD Group

Role Synch).

Domain: Name of your AD domain. Multiple domains can be configured. This field is

required if you are using AD Group Role Synch (see Configure AD Group Role Synch).

LDAP String: Active Directory LDAP string (the "LDAP://" portion must be

capitalized). Consider the following when configuring LDAP, particularly if logging in

with AD credentials is not working properly:

Case Sensitivity: If a user logs into Windows with "Username" but their AD

account is "username", the login attempt may not pass through LDAP.

Idle States. If a computer enters an idle state (for example, sleep, standby, or

hibernation) that turns off the network interface card based on power management

settings, users may experience intermittent login issues when using AD

authentication. To avoid this, configure power management settings to keep the

system and network card awake during work hours.

Password Special Characters. Certain special characters may not work properly

with LDAP, resulting in a failed login attempt. These characters are known to cause

problems: #, @, *, ", &, and %. These characters have been used successfully in a

variety of environments: (, ), ^, $, and !.

Secure Sockets: When the checkbox is selected, enables/requires the use of SSL.

Signing: When the checkbox is selected, enables LDAP security; enabling it here and

in Windows Server encrypts the connection between them.

Login Settings

Login Settings govern other factors associated with your system’s login mode:

Access Type: Specifies your system login mode (Hybrid, Database, or Active

Directory).

User Token Expire Time: User tokens monitor activity for a user ID within the site.

The system refreshes the timestamp and expiration of the token every time a user

clicks on something. Once the token expires, the user's next action will log them out

and bring them back to the login screen. The default expiration time is five minutes.

Login Token Expire Time: Login tokens are passed to the database when a user

clicks the login button. Once the session is established, the token is expunged from the

database. If something interrupts the transaction or the process encounters an error,

the token may be left behind, and this timeout triggers it to be automatically deleted.

The threshold should be set to only a few seconds.

Integration Token Expire Time: This setting applies only to hybrid Uptivity

WFO/Clarity systems. Integration tokens are similar to login tokens, but are created

when a user transitions from Uptivity WFO to Clarity, or vice versa. As soon as this

transaction is complete, the token is removed from the database. If something

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interrupts the transaction or the process encounters an error, the token may be left

behind, and this timeout triggers it to be automatically deleted. The timeout threshold

should be set to only a few seconds.

PCI Password Settings

PCI Settings are optional settings that control password policy for Clarity user accounts,

based on the PCI Security Standards Council's Data Security Standard (viewable at their

website). Passwords are automatically "salted" by Clarity, and password changes are

tracked through both the Audit Log and the System Activity Summary Report.

Changing these PCI password security settings in the Web Portal does not automatically

force users to change their passwords. The settings do not affect users until their

passwords are changed, either by the user or an administrator. If you want to enforce PCI

settings, you must force users to change their passwords or change the passwords for

them.

These PCI settings apply only to Clarity database user accounts and do not impact

Windows accounts used with hybrid or AD authentication:

Max Failed Logins: Specifies the number of times a user can attempt to log in before

their account is locked. Locked accounts must be unlocked by an administrative user

before the user may attempt another login. This setting does not apply in a Clarity

standalone system if the account is a Superuser unless Strict Compliance is enabled

(see below). In hybrid Uptivity WFO/Clarity systems, you can choose in Uptivity WFO

whether or not to apply the setting to superusers.

Number of Days: Applies only if the “Prevent Password Reused” checkbox is selected.

Specifies how many days of password history Clarity will check to see is the password

has previously been used.

Number of Days Prompt Password Expires: Applies only if the “Password Expires

Enforcement” checkbox is selected. Specifies the number of days Clarity will warn the

user that their password is about to expire. Setting this value to zero (0) will cause all

passwords to expire immediately.

Number of Days Password Expires: Applies only if the “Password Expires

Enforcement” checkbox is selected. Specifies the number of days a password can

remain active.

Number of Prevent Password: Applies only if the “Prevent Password Reused”

checkbox is selected. Specifies how many historical passwords Clarity will check to see

if the password has previously been used.

Prevent Password Reused: When the checkbox is selected, password changes are

checked against a password history to prevent reuse. Clarity does not trace passwords

unless this feature is enabled, so the reuse look-back will not consider or compare

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passwords used before enablement. Must be used in conjunction with either or both of

these settings: “Number of Prevent Password” and “Number of Days.”

Password Expires Enforcement: When the checkbox is selected, controls how long

a password can remain active. This applies to all Clarity accounts, including those that

are superusers. Must be used in conjunction with either or both of these settings:

“Number of Days Prompt Password Expires” and “Number of Days Password Expires.”

Strength Enforcement: When the checkbox is selected, forces all new passwords to

be a minimum of eight characters in length and to contain at least one of each of the

following:

lowercase letters

UPPERCASE letters

Numbers

Special characters

Administrative users can manually change a user's password to anything that meets

the complexity requirements in force, including previously used passwords. This setting

affects only users changing their own passwords.

Strict Compliance: Works in conjunction with the “Max Failed Logins” setting. When

the checkbox is selected, all user accounts (including those with Superuser access) are

locked out when the maximum number of failed logins is exceeded.

System Settings: Widget Settings Reference

These settings control all the widgets for a Clarity site. If multiple sites are installed in an

environment, each site will have different widget settings.

Twitter Settings

Twitter Screen Name: Screen name of the Twitter account, not the User ID.

Number of Twitter Posts to Show: Set this value based on the space available on

the Clarity Home page and frequency of tweets. Up to 100 tweets can be displayed.

Twitter Access Token: Value created when Twitter application is created.

Twitter Access Token Secret: Value created when Twitter application is created.

Twitter Consumer Key: Value created when Twitter application is created.

Twitter Consumer Secret: Value created when Twitter application is created.

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Facebook Settings

Facebook App ID: ID created by Facebook when you register your Web site with

them.

Facebook App Secret: Value created by Facebook when you register your Web site.

Used to decode encrypted messages from Facebook.

Facebook Page ID: ID for Facebook home page.

Number of Facebook Posts to Show: Set this value based on the space available on

the Clarity Home page and frequency of posts.

Facebook Publish Access Token: Value generated by Facebook when creating a

Facebook application. Used by Clarity to publish schedule announcement to a Facebook

page.

Misc

Widget Refresh Frequency (seconds): Specifies how often each widget refreshes

its display.

Configure the Scheduling Service

The Clarity Scheduling Service handles API requests to generate schedules as well as run

simulations for calculating estimated metrics. These metrics are used to generate the

charts/graphs in Over/Under and Service Level reports. The Clarity application must be

configured to know where the Scheduling Service is running. This is typically done during

installation of Clarity.

To configure this setting:

1. Click the Configuration tab and expand System Settings in the left navigation

menu.

2. Click Services.

3. By Scheduling Service, under IP Address, enter the IP address of the server

running the Scheduling Service.

4. Under Port, enter the port number on which the Scheduling Service will communicate

(the default port is 2016).

5. Click Save.

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Configure the Service Bus Proxy

The Service Bus Proxy facilitates communication between the Clarity Web Portal and other

services. The Clarity application must be configured to know where the Service Bus Proxy

is running. This is typically done during installation of Clarity.

To configure this setting:

1. Click the Configuration tab and expand System Settings in the left navigation

menu.

2. Click Services.

3. By Service Bus Proxy, under IP Address, enter the IP address of the server running

the Scheduling Service.

4. Under Port, enter the HTTP port on which the Service Bus Proxy will communicate (the

default port is 8080).

5. Click Save.

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Configuring Labor, Shift, and Schedule Settings

Labor, Shift, and Schedule Settings Overview

From the Configuration tab, Clarity administrators create and maintain a variety of

settings and parameters that are used in the application. These items provide the

foundation for Clarity to create schedules, process leave requests, generate reports, and

so forth.

The order in which you configure these settings is important, as some items depend on

others. Being aware of the dependencies will help you understand the order in which to

perform configuration tasks.

The following links are organized as first- and second-level items. Within each section, the

order is unimportant except where noted. However, you must complete first-level items

before moving on to second-level items.

First-Level Settings

Devices Overview (Devices are typically configured during installation)

Configure Titles

Skills Overview

Locations Overview (Locations are typically configured during installation)

Configure Employee Accounts

Configure Shift Activity Types

Configure Roster Types

Configure Work Modes and then Configure Aux Reasons

Second-Level Settings

Labor Units Overview

Configure Teams

Configure Shift Templates and then Configure Schedule Types

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Configure Titles

Every user must be assigned a Title (for example, employee, supervisor, trainer, and so

forth). These Titles can be used to filter and search for employees. Title names can be

edited, but they can only be deleted if they are not used by any employee accounts.

Clarity is preconfigured with "employee" and "supervisor" Titles. Configuring an employee

with the Title of "supervisor" does not automatically confer the ability to act as a

Supervisor in Clarity. For related information, see Permissions & Roles Overview.

To configure Titles:

1. Click the Configuration tab and expand Miscellaneous in the left navigation menu.

2. Click Titles and, if adding a new Title, click Add Title.

3. Click Edit next to the Title, type the Title name and then click Save.

Skills Overview

Skills in Clarity can be the same as the skills, splits, and hunt groups defined on your

PBX/ACD. You can add other soft skills if employees in a Labor Unit perform tasks not

related to calls, such as delivering training. A Skill can be associated with one or more

Clarity Labor Units.

Clarity assigns a default service level goal to each Skill when you create it. A service level

goal consists of two values:

Waiting time: The maximum number of seconds a customer should wait on line

before being answered. The Clarity default value is 20 seconds.

Percent Answered: The percentage of calls that must be answered in the waiting

time. The Clarity default value is 80%.

You can edit service level goals from either the Skills page or the Service Level page (for

more information, see Configure Service Levels).

Skills can be edited or removed. Skills assigned to Labor Units cannot be removed until

they are removed from the Labor Units. If the Skill was originally configured with a split

and the split is later deleted, Clarity disconnects the Skill from the split.

PBX Device

Skill 1

Skill 2

Clarity Labor Unit

Skill 1

Skill 2

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Defined Hours of Operation for Skills

You can specify hours of operation for a Skill when those hours are not 24/7. When

configuring defined hours of operation for a Skill, the following considerations apply:

The time zone for the defined hours of operation must be specified.

The defined hours of operation can be set in increments based on your Fundamental

Interval setting (see Data Settings Overview).

The defined hours of operation can span midnight. For example, the hours of operation

for a skill can be set from Wednesday 4:00 pm through Thursday 1:00 am.

The defined hours of operation cannot overlap. For example, setting the hours of

operation for a skill from Wednesday 4:00 pm through Thursday 1:00 am and then

from Thursday 12:30 am through Thursday 9:00 am is invalid.

The defined hours of operation follow the "first day of work week" setting. For

example, when the "first day of work week" setting is set to "Monday," the weekly

display shows Monday through Sunday rather than Sunday through Saturday.

Hours of operation can be defined with a single set of From/To parameters, or with

daily sets of From/To parameters. For example, you can set the From value to

Monday at 8:00 am and the To value to Friday at 5:00 pm. This would limit the

defined hours of operation to week days, but would include all hours during that period

(even if your center is closed overnight). Alternatively, you could set the From value

to Monday at 8:00 am and the To value to Monday at 5:00 pm, then click Tuesday

on the calendar to set From and To values for that day, and so forth. This would

enable you to have more granular control over the defined hours of operation on a

daily basis.

Adding Skills

For more information on skill settings, see Skills Field Reference.

To add a Skill:

1. Click the Configuration tab and expand Miscellaneous in the left navigation menu.

2. Click Skills and then click Add Skill (or click Edit next to an existing Skill setting).

3. Click New Skill in the Name field and type a name for the Skill.

4. Click the Time Zone field and select a time zone from the drop-down list.

5. Click the Device field and select a device from the drop-down list.

6. Click the Split field and type a value.

7. Click the Edit link for the Average Speed of Answer (Service Level) field and type

the appropriate value in seconds.

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8. Click the Edit link for the Hours of Operation field and select the appropriate value

from the drop-down list.

9. If you selected Defined Hours of Operation in the previous step, click Edit beside

the Queue Hours field. Otherwise, skip to the final step.

10. In the Edit Queue Hours dialog box, set the queue hours using the calendar and

From/To selectors.

11. Click Save.

Queue Hours affect forecasting. For more information, see “Forecasting Call Volume

Overview” in the Clarity WFM User Manual.

Editing Skills

To edit a Skill:

1. Click the Configuration tab and expand Miscellaneous in the left navigation menu.

2. Click Skills.

3. Click Edit next to an existing setting for a Skill.

4. Configure the setting as needed. For more information, see Skills Field Reference.

5. Click Save.

Deleting Skills

To delete a Skill:

1. Click the Configuration tab and expand Miscellaneous in the left navigation menu.

2. Click Skills.

3. Locate the Skill you want to delete and click Remove.

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Skills Field Reference

The following fields must be configured for each Skill:

Name: Type a name for the Skill. The same name can be assigned to different Skills.

However, Skill names appear in various lists and assigning the same name to different

Skills may confuse users.

Time Zone: From the drop-down list, select the time zone for most of the calls for this

Skill so incoming call patterns line up with time of day in that time zone. If this value is

not set, Clarity uses the time zone of the first device it finds related to the Skill.

Device: Select a value from the drop-down list. For related information, see Devices

Overview. Do not select a device if you are creating a soft skill. If you select a device,

you must add at least one split.

Split: Type the split, skill, or hunt group value exactly as it appears on the device

selected in the previous step (leave this value blank for a soft skill). You must select a

device in order to add a split.

Average Speed of Answer (Service Level): Enter a value in seconds if you want to

change the default.

Percent Answered within Service Level: Enter a value as a percentage if you want

to change the default.

Hours of Operation: Specify whether the hours of operation for the skill are 24/7

(the default) or Defined Hours of Operation.

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Queue Hours Fields

Access to the Queue Hours screen becomes available only when Hours of Operation is

set to Defined Hours of Operation. These fields appear on the Queue Hours screen:

24/7 Operation: Allows you to return the Skill to the default 24/7 setting from the

Queue Hours screen.

Defined Hours of Operation: Specifies that Defined Hours of Operation are used for

this Skill. Selected by default when the Queue Hours screen opens.

From: Allows you specify the starting day and time for a period of defined hours of

operation. If the From field appears disabled, click in the calendar area. Works in

conjunction with the To field on either an overall or per-day basis.

To: Allows you specify the ending day and time for a defined hours of operation period.

If the To field appears disabled, click in the calendar area. Works in conjunction with

the From field on either an overall or per-day basis.

Time Zone: Allows you to set the time zone for the defined hours of operation,

independent of the time zone defined for the associated Skill.ds

Calendar: Allows you to select the days of the week to which the defined hours of

operation should apply.

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Configure Service Levels

The Service Levels page allows you to configure multiple Skills with the same service level

goal. Only Skills associated with a PBX (device) and a split appear on this page. You can

edit the service level goals for other Skills from the Skill page (for more information, see

Skills).

To configure service level goals on the Service Level page:

1. Click the Configuration tab and expand Miscellaneous in the left navigation menu.

2. Click Service Levels.

3. Enter the applicable value for Waiting time (in seconds).

4. Enter the applicable value for Percent Answered.

5. In the left column, click the Skill(s) to which these service level goal values should be

applied and then click the arrow buttons move them to the right column.

6. Click Save.

Service Levels can be changed after they are created. Those changes affect only future

scheduling calculations.

Labor Units Overview

Labor Units in Clarity are groupings of agents who share PBX skills or who are in the same

department or division in your organization. PBX skills (and corresponding Clarity Skills)

indicate the types of calls an employee can answer or make (see Skills). A Labor Unit can

have zero or more Skills associated with it, and multiple Labor Units may have the same

associated Skill.

Teams and Labor Units are not related. Labor Unit names do not have to be unique, but

since only the names of the Labor Units appear in lists, duplicate names may be confusing

to users.

Users select Labor Units from lists for several Clarity tasks and searches, including

scheduling. Creating a schedule requires large volumes of data to be aggregated,

evaluated and processed. Managing the size of the data sets involved helps to ensure

more predictable and accurate results. Best practice is therefore to create Labor Units of

50 or fewer agents.

Existing Labor Units and the Skills associated with them can be edited and/or removed.

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Configure Labor Units

To add Labor Units:

1. Click the Configuration tab and expand Miscellaneous in the left navigation menu.

2. Click Labor Units and then click Add Labor Unit.

3. Click Edit next to the new Labor Unit label. Enter a name for the unit.

4. Optionally, click Add Skill. Then click Edit beside the new Skill label and select a Skill

from the list.

5. Click Save following the Labor Units list.

To edit or remove an existing Labor Unit:

1. Click the Configuration tab and expand Miscellaneous in the left navigation menu.

2. Click Labor Units.

3. To change the name of a Labor Unit, click Edit next to the Labor Unit label, type a new

name for the unit, and then click Save.

4. To change the Skill associated with a Labor Unit, click Edit beside the Skill label for the

Labor Unit, select a different Skill from the drop-down list, and then click Save.

5. To remove a Skill from a Labor Unit, click Remove Skill for the Labor Unit.

6. To delete a Labor Unit, click Remove Labor Unit.

Locations Overview

Locations are places to which employees are assigned for labor law compliance. Locations

are tied to Schedule Types, which specify the labor rules used for scheduling. If different

labor rules apply to different employees at a single physical location, different Locations

may be needed for each class of employee. A Default Location is automatically created

when Clarity is installed.

Locations can be deleted or edited as necessary; however, a Location cannot be deleted if

it is used by any employee account. At least one Location must exist so that new users

may be added, and this is typically configured during installation. If only one Location

remains, the system will not allow you to delete it, and will display a warning message if

you attempt to do so.

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Configure Locations

To add a Location:

1. Click the Configuration tab and expand Miscellaneous in the left navigation menu.

2. Click Locations and then click Add Location.

3. In the new entry, click the New Location label and enter a name.

4. Click Edit next to the time zone and select the time zone for the Location.

5. Click Save under the Locations list.

To edit or delete a Location:

1. Click the Configuration tab and expand Miscellaneous in the left navigation menu.

2. Click Locations.

3. To edit a Location’s name, click the Location label, type a new value, and then click

Save.

4. To edit a Location’s time zone, click Edit next to the time zone, select a new time zone

from the drop-down list, and then click Save.

5. To delete a Location, click Remove.

Configure Teams

Teams are used to assign Supervisors who can then view employee profiles and create

schedules. Teams and Labor Units are not related, and they do not affect schedule rules.

An employee can be a member of more than one Team. People from different Labor Units

can be on the same Team. Teams can be deleted, but a Team cannot be deleted if it is

associated with any employee account.

You can assign more than one Supervisor to a Team. Employees must have the “Can Be

Supervisor” checkbox selected in their employee account to appear in the list of available

Supervisors (see Employee Account Field Reference).

To add a Team:

1. Click the Configuration tab and expand Miscellaneous in the left navigation menu.

2. Click Teams and then click Add Team.

3. In the new entry, click the New Team label and enter a unique name for the Team.

4. Click Add Supervisor (optional). For more information, see Permissions & Roles

Overview.

5. Click Save under the Teams list.

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To edit or delete a Team:

1. Click the Configuration tab and expand Miscellaneous in the left navigation menu.

2. Click Teams.

3. To change the Team name, click the Name value, type a new name, and then click

Save.

4. To change a Team supervisor, click the Supervisor Name value, select from the drop-

down list of available Supervisors, and then click Save.

5. To add a supervisor, click Add Supervisor, select from the drop-down list of available

Supervisors, and then click Save.

6. To remove a Supervisor, click Remove for that Supervisor.

Leave Request Types Overview

Leave requests are used to mark times when employees are not available for scheduling.

Leaves can be voluntary (for example, PTO, FMLA or call off) or involuntary (for example,

a suspension). Employees can request voluntary predefined leaves when viewing their

own Schedule or PTO tab.

Based on your business rules, you can set the following restrictions on Leave Request

Types:

Employee Can Choose: the default value for this setting is true. If you want to

prevent employees from using certain Leave Request Types, you can change it to false.

For example, many organizations do not let employees record their own call-offs. If

this setting is false on your "Call Off" Leave Request Type, that type would not appear

on the list available to employees when making their own requests. However, it would

still appear to employees (such as supervisors) who have permission to submit

requests on behalf of others.

Requires Approval from Supervisor: the default value for this setting is true. If

your organization allows automatic approval for certain Leave Request Types, you can

change it to false. For example, if you create a Leave Request Type of "Suspension",

you might want to configure it for automatic approval due to the unique circumstances

in which it would be used.

Clarity is pre-configured with these Leave Request Types and default settings:

PTO/Vacation: Employee Can Choose and Requires Approval from Supervisor are

both true.

FMLA: Employee Can Choose and Requires Approval from Supervisor are both true.

Unpaid: Employee Can Choose and Requires Approval from Supervisor are both true.

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Call Off: Employee Can Choose and Requires Approval from Supervisor are both false.

It is considered a best practice to not allow employees to choose Call Off and this is

reflected in the default settings for this Leave Request Type.

Configure Leave Request Types

To add Leave Request Types:

1. Click the Configuration tab and expand Scheduling in the left navigation menu.

2. Click Leave Request Types and then click Add Leave Type.

3. Click Edit next to the New Type label and enter a unique name.

4. Click the value on the Employee can choose line if you want to change it, and select

the new value from the drop-down list.

5. Click the value on the Requires approval from Supervisor line if you want to

change it, and select the new value from the drop-down list.

6. Click the white squares under Background Color and Text Color to customize the

appearance of this leave type on employee schedules.

7. Click Save under the Leave Request Types list.

To edit or delete Leave Request Types:

1. Click the Configuration tab and expand Scheduling in the left navigation menu.

2. Click Leave Request Types.

3. To change the Leave Request Type name, click Edit next to the leave type, enter a

unique name, and then click Save.

4. Click the value on the Employee can choose line if you want to change it, select the

new value from the drop-down list, and then click Save.

5. Click the value on the Requires approval from Supervisor line if you want to

change it, select the new value from the drop-down list, and then click Save.

6. To edit the appearance of the leave type on employee schedules, click the colored

squares under Background Color and Text Color, choose a new color from the color

selector, and then click Save.

7. To delete the Leave Request Type, click Remove for that type.

Work Modes Overview

On the Workmodes page you can configure four interrelated settings: Shift Activity Types,

Roster Types, Work Modes, and Aux Reasons. Together, these settings:

Specify activities that appear on schedules and how they appear.

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Specify states used by the Real Time Roster.

Relate the activities on Clarity’s schedule Shift Templates and Real Time Roster with

the activities and agent states from the PBX, ACD, or other system. Related activities

may have the same name (lunch, break, meeting, and so forth).

It is possible to delete the items on the Work Modes page. inContact recommends

administrators delete only items that have never been used or have not been used for

several months or years. Shift Activity Types in use cannot be deleted. Deleting old Shift

Activity Types will delete old schedule shift records. Deleting actively used Roster Types,

Work Modes, and Aux Reasons will remove users from the roster immediately or possibly

when their work mode/state changes.

For some integrations, certain Work Modes must not be deleted. Refer to the

Customer Guide for your WFM integration or contact Uptivity WFO Support for more

information.

Shift Activity Types Overview

Shift Activity Types must be created before supervisors can assign those activities to shift

templates. You can specify activities common to various shifts and set labor rules

surrounding those activities. These settings affect other aspects of scheduling in Clarity.

For example:

Paid activities count towards maximum/minimum hours per week/day and overtime

calculations; unpaid activities do not. If your settings allow a maximum of 40 hours

per week, you can schedule employees for five nine-hour days where each day has a

one hour unpaid lunch, so they are only working eight paid hours every day.

The Late Threshold value is used by the Real Time Roster to determine if an employee

is late for an activity. For example, if the threshold for lunch is 300 seconds (five

minutes) and the employee is still logged into the PBX four minutes after lunch has

started, the roster does not show the employee as late.

Clarity is preconfigured with these Shift Activity Types: Lunch, Break, Meeting and

Training.

You can only delete Shift Activity Types if they are not being used by a Roster Type or a

Shift Template. If you try to delete a Shift Activity Type that is in use, Clarity alerts you

by highlighting the entry.

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Configure Shift Activity Types

To add a Shift Activity Type:

1. Click the Configuration tab and expand System Settings in the left navigation

menu.

2. Click Workmodes and then click Add Shift Activity.

3. Enter a unique Name for the new entry.

4. Select the checkbox if this is a Paid Activity.

5. Click the white square under Color to customize the appearance of this activity type

on employee schedules.

6. Enter the Late Threshold in seconds and click Save.

To edit/delete a Shift Activity Type:

1. Click the Configuration tab and expand System Settings in the left navigation

menu.

2. Click Workmodes.

3. To edit a Shift Activity Type setting, click in the applicable field, change the value, and

then click Save.

4. To delete a Shift Activity Type, click Delete for that type.

Roster Types Overview

Roster Types are activities or states that appear on the Clarity Real Time Roster. These

activities should be related to Shift Activity Types if they also appear on schedules. They

can also be related to Work Modes and Aux Reasons. Roster Types can include phone

states (such as On Call, Call Wrap, or Available), shift activities (such as lunch, break, or

meeting), or general agent status (for example, Off Shift). Clarity is preconfigured with

these Roster Types:

On Call

Call Wrap

Available

In Ring

Lunch Break

Break

Meeting

Training

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Off Shift

Other

Tech Issue

The Off Shift Roster Type must be linked to the corresponding Work Mode(s) for breaks

between shifts to display correctly under Schedule Adherence. If no Off Shift activities are

specified, down time between shifts may not be detected correctly, causing it to appear as

if shifts run together continuously.

Configure Roster Types

To add a Roster Type:

1. Click the Configuration tab and expand System Settings in the left navigation

menu.

2. Click Workmodes and then click Add Roster Type.

3. Type a unique name for the new entry.

4. If activities appear on both the schedule and Real Time Roster, select the

corresponding Shift Activity Types (for example, lunch).

5. Select the On Shift checkbox if the activity should appear as such on the Real Time

Roster, and click Save.

To edit/delete a Roster Type:

1. Click the Configuration tab and expand System Settings in the left navigation

menu.

2. Click Workmodes.

3. To edit a Roster Type setting, click in the applicable field, change the value, and then

click Save.

4. To delete a Roster Type, click Delete for that type.

Configure Work Modes

Work Mode codes from your PBX should be entered in Clarity for accurate and efficient

reporting. By relating these codes to Roster Types, you can determine how agent status is

shown on the Real Time Roster.

Work Modes available are determined by your integration type, some of which may allow

you to create custom values. Examples of a Work Mode could include "On-Site" or "In

Queue." You should have at least one Work Mode.

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To add a Work Mode:

1. Click the Configuration tab and expand System Settings in the left navigation

menu.

2. Click Workmodes and then click Add Work Mode.

3. Type the Work Mode Name and Value exactly as they are configured on the PBX/ACD.

4. Select a Roster Type.

5. Select the Use Aux Reason checkbox (optional; see Configure Aux Reasons for more

information).

6. Click Save.

To edit/delete a Work Mode:

1. Click the Configuration tab and expand System Settings in the left navigation

menu.

2. Click Workmodes.

3. To edit a Work Mode setting, click in the applicable field, change the value, and then

click Save.

4. To delete a Work Mode, click Delete for that type.

Configure Aux Reasons

Aux Reason codes configured on the PBX/ACD are typically related to a Work Mode, but

usually provide additional information about the Work Mode. For example, "Agent

Troubleshooting" or "Hardware Maintenance" provides more precise details for a Work

Mode like "On-Site." Another example is the Aux-Work Mode in the Avaya CMS. Agents in

this mode can further enter a code to specify if they are on break, at lunch, or in a

meeting.

If a Work Mode is related to an Aux Reason on the PBX, both will appear in the PBX data

event. A single Work Mode may have multiple associated Aux Reasons. Entering Aux

Reasons in Clarity and relating them to Roster Types allows you to further specify how

agent status is shown in the Real Time Roster.

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To add an Aux Reason:

1. Click the Configuration tab and expand System Settings in the left navigation

menu.

2. Click Workmodes and then click Add Aux Reason.

3. Type the Aux Reason Name and Value exactly as they are configured on the

PBX/ACD.

4. Select a Roster Type and click Save.

To edit/delete an Aux Reason:

1. Click the Configuration tab and expand System Settings in the left navigation

menu.

2. Click Workmodes.

3. To edit an Aux Reason setting, click in the applicable field, change the value, and then

click Save.

4. To delete an Aux Reason, click Delete for that reason.

Shift and Schedule Settings Overview

Schedule Types and Shift Templates together specify the labor rules governing work

activities and hours.

A Schedule Type specifies rules for weekly and daily total time and specifies the types of

shifts that can be assigned during a week. The rules set on the Schedule Type and Shift

Template control when employees can be scheduled to work. A Schedule Type can include

one or more Shift Templates.

Shift Templates use Shift Activity Types and allow you to set the time guidelines for each

activity. Multiple instances of the same Shift Activity Type can be used in the same

template, such as two breaks for a shift. Each instance should have different values. One

Shift Template can be used by multiple Schedule Types.

An individual employee can be associated with only one Schedule Type. There is no way to

assign employees to specific shifts. The "Minimum minutes between shifts" setting

prevents users from being scheduled on a mixture of day and night shifts during the same

week. If users rotate shifts from one week to another, this change must be made

manually after a schedule is created.

To create these items, you must understand and incorporate any applicable corporate and

government labor regulations. The automated scheduler uses this information to

determine what shifts to give an employee. The number of Schedule Types and Shift

Templates needed varies based on a company’s needs. Here are some example schedules.

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Scenario 1: Three Eight-Hour Shifts

A company has three shifts: 8 AM – 4 PM, 4 PM – 12 AM, and 12 AM – 8 AM. Staffing is

seven days a week. Employees do not rotate shifts and work either Monday – Friday or

Saturday – Sunday. In this scenario, create one basic Shift Template (for example, a 30-

minute lunch and two 15-minute breaks) with the following Schedule Types:

Weekday Morning

Weekday Evening

Weekday Night

Weekend Morning

Weekend Evening

Weekend Night

Scenario 2: 7 AM – 8 PM Hours

A company is staffed from 7 AM – 8 PM, Monday through Saturday. Employee shifts can

change (for example, morning, afternoon, or evening) and can be four, six, or eight

hours. Employees work no more than 32 hours a week over five days. In this scenario,

create one Schedule Type and three Shift Templates.

Schedule settings:

Minimum minutes between shifts: If an employee can work until 8 PM and then work

another shift at 7 AM, this value would be 660 (11 hours * 60 minutes).

Maximum hours: 32

Maximum hours per day: 8

Schedule shift days: All days except Sunday

Create one Shift Template for each four, six, and eight hour block. Each template may

require different activities based on labor regulations.

Scenario 3: 7 AM – 8 PM Hours, Rotating Saturdays

This scenario is the same as Scenario 2 except employees are required to work only one

Saturday per month. In this case, create the Schedule Type and Shift Templates

mentioned in Scenario 2, but exclude Saturday and Sunday from the Shift Templates.

Then create three Saturday-only Shift Templates, one for each time block. Assuring

employees work only one Saturday per month would require manual schedule editing.

The more complex your organization's schedule is, and the more flexibility you need to

accommodate, the greater the chance that you will need to incorporate some manual

editing into building your schedules.

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Daylight Saving Time (DST) changes require special considerations. For Spring DST, if you

create an event that:

Starts at 2:00 A.M., 2:15 A.M., 2:30 A.M., or 2:45 A.M., Clarity moves the start

time automatically to 1:00 A.M., 1:15 A.M., 1:30 A.M., or 1:45 A.M.

Ends at 2:00 A.M., 2:15 A.M., 2:30 A.M., or 2:45 A.M., Clarity moves the end time

to 1:00 A.M., 1:15 A.M., 1:30 A.M. or 1:45 A.M.

Starts before 2:00 A.M. and ends at 3:00 A.M. or after, Clarity creates the event

normally.

For Fall DST, complications arise when schedules overlap the 2 A.M. time change,

particularly if schedules start or end at that time.

Configure Shift Templates

To add a Shift Template:

1. Click the Configuration tab and expand Scheduling in the left navigation menu.

2. Click Shift Templates and then click Add Shift Template.

3. Click Edit on the Name line and type a unique name for the template.

4. Click Edit on the Length line and specify the total hours and minutes for the shift

using the drop-down lists.

5. Click Add Activity if you need to associate Shift Activity Types with this template and

refer to Add Activities to a Shift Template.

6. Click Save.

Shift Templates can be deleted as long as they are not used in any Schedule Types. To

delete a Shift Template:

1. Click the Configuration tab and expand Scheduling in the left navigation menu.

2. Click Shift Templates

3. Click Remove next to the applicable Shift Template.

Add Activities to a Shift Template

Each shift typically has a variety of activities that regularly occur, but the timing of these

activities may vary. Clarity allows you to add Shift Activity Types to your Shift Templates,

but configure their occurrence differently within each template. The total length in hours

for all activities cannot exceed the length in hours entered for the shift and you cannot

save a template if activities are configured to start or end outside the shift’s duration. For

related information, see Shift Activity Types.

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Buffer minutes must be considered carefully if employee schedules will be filled with

multiple types of activities. The buffer applies to all activities, not specific activities. If

lunch has a 60 minute after-buffer, then a training activity could not be scheduled

immediately after lunch.

When you use the drop-down lists for time selection, you must conform to the

Fundamental Interval settings in your system. For details, see Data Settings Overview.

To add activity types to a Shift Template (if you are continuing from the Configure Shift

Templates procedure, begin with step 3):

1. Click the Configuration tab and expand Scheduling in the left navigation menu.

2. Click Shift Templates and then click Add Activity under the applicable Shift

Template.

3. Click Edit on the Activity Type line and select an activity type from the drop-down

list.

4. Click Edit on the Length line and specify the total hours and minutes for the activity

using the drop-down lists.

5. Click Edit on the Start of starting range line and use the drop-down lists to specify

the earliest time the activity can start in relation to the start of the shift.

6. Click Edit on the End of starting range line and use the drop-down lists to specify

the latest time the activity can start in relation to the start of the shift.

7. Click Edit on the Buffer minutes before activity line and use the drop-down list to

specify how many minutes must pass between the end of a previous activity and the

beginning of this activity.

8. Click Edit on the Buffer minutes after activity line and use the drop-down list to

specify how many minutes must pass between the end of this activity and the

beginning of the next.

9. Click Save.

To remove a Shift Activity Type from a Shift Template:

1. Click the Configuration tab and expand Scheduling in the left navigation menu.

2. Click Shift Templates.

3. Click Remove next to the Shift Activity Type you want to delete.

Configure Schedule Types

To add a Schedule Type:

1. Click the Configuration tab and expand Scheduling in the left navigation menu.

2. Click Schedule Types and then click Add Schedule Type.

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3. Click Edit on the Name line and type a unique name for the Schedule Type.

4. Click Edit on the Location line and select the Location that will use this schedule from

the drop-down list.

5. Click Edit on the Minimum minutes between shifts line and use the drop-down lists

to specify the total hours and minutes that must elapse between an employee's

scheduled shifts.

6. Click Edit on the Maximum non-overtime hours per week line and use the drop-

down lists to specify the total paid hours and minutes employees can work before they

are in overtime.

7. Click Edit on the Maximum total hours per week line and use the drop-down lists to

specify the total paid hours and minutes an employee can work in any given week. If

overtime is not allowed, this setting should have the same value as the previous

setting.

8. Click Edit on the Minimum hours per week line and use the drop-down lists to

specify the minimum paid hours and minutes for which an employee should be

scheduled.

9. Click Edit on the Maximum non-overtime hours per day line and use the drop-

down lists to specify the maximum paid hours and minutes employees can work in a

given day before they are in overtime.

10.Click Add Type Entry if you need to associate a Shift Template with this Schedule

Type and refer to the next procedure in this section.

11.Click Save.

Schedule Types can be deleted as long as they are not assigned to any employees. To

delete a Schedule Type:

1. Click the Configuration tab and expand Scheduling in the left navigation menu.

2. Click Schedule Types.

3. Click Remove next to the applicable Schedule Type.

Add Shift Templates to a Schedule Type

Multiple Shift Templates can be added to a Schedule Type, and the same Shift Template

can be used with multiple Schedule Types. To add a Shift Template to a Schedule Type:

1. Click the Configuration tab and expand Scheduling in the left navigation menu.

2. Click Schedule Types and then click Add Type Entry under the applicable Schedule

Type.

3. Click Edit on the Shift template line and select a template from the drop-down list.

4. Select the appropriate checkbox(es) for the Days on which the template can be used.

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5. Click Edit on the Start of starting range line and use the drop-down lists to specify

the earliest time a shift can start (relative to midnight).

6. Click Edit on the End of starting range line and use the drop-down lists to specify

the latest time a shift can start (relative to midnight).

7. Click Edit on the Start granularity in minutes line and use the drop-down list to

specify when within the hour shifts can begin. For example, a setting of 60 minutes will

result in every shift beginning on the hour; a setting of 15 minutes can result in shifts

beginning on the quarter hour.

8. Click Save.

To create a fixed shift starting time, set Start of starting range and End of

starting range to the same value and leave Start granularity in minutes set to the

default. Placing a value of zero (0) in this field will cause the schedule to error and not

process correctly.

To remove a Shift Template from a Schedule Type:

1. Click the Configuration tab and expand Scheduling in the left navigation menu.

2. Click Schedule Types.

3. Click Remove next to the applicable Shift Template.

Business Closures Overview

Business closures are dates and times when you know employees do not need to be

scheduled. These may include holidays (such as New Year's Day or the Fourth of July in

the United States); days when employees will be at a company meeting; office or

employee relocations, and so forth. If an office is closed one day each month (such as the

first weekday of the month), configure those days as Business Closures. If an office is

closed the same day each week, do not check that day on the Schedule Type(s).

Annual holidays must be entered each year. If a Business Closure affects multiple

Locations, you must create a separate closure for each Location. If you add a Business

Closure for a time frame during which employees are already scheduled at that Location,

Clarity displays a warning message. Business Closures display at a user's Location on the

Edit Calendar and Edit Schedule pages, and Clarity will not allow users to manually add

shifts during those times.

You can sort the list of Business Closures by clicking any column header. The arrows will

display according to ascending or descending order. Once a closure date has passed, you

can delete the closure without affecting historical schedules.

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Configure Business Closures

To add a Business Closure:

1. Click the Configuration tab and expand Miscellaneous in the left navigation menu.

2. Click Business Closures.

3. Click the Date field and select a day from the calendar.

4. Select a Start Time and an End Time from the drop-down lists.

5. Select a Location from the drop-down list.

6. To Override schedules' minimum hours requirements for this closure, select the

checkbox.

7. Click Add.

To delete a Business Closure:

1. Click the Configuration tab and expand Miscellaneous in the left navigation menu.

2. Click Business Closures.

3. Click Delete in the row for the applicable Business Closure.

PTO Blackout Dates Overview

You can specify a date or date range during which PTO requests are limited. Once the PTO

request limit has been reached, blackout dates appear as black on all employee schedules,

and are labeled with the information you type in the Description field. You may therefore

find it helpful to include the phrase "PTO Blackout" or something similar in the description.

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You can sort the list of PTO Blackouts by clicking the column header for Description,

Start Date, or End Date. The arrows will display according to ascending or descending

order.

Once a blackout period has passed, you can delete it without affecting historical

schedules.

Configure PTO Blackout Dates

To configure PTO Blackout Dates:

1. Click the Configuration tab and expand Miscellaneous in the left navigation menu.

2. Click PTO Blackout Dates.

3. Type a Description.

4. Type a Start Date and an End Date for the blackout period.

5. Type the Maximum Allowed PTO Requests that may be submitted during the

blackout period and click Add.

To delete a PTO Blackout:

1. Click the Configuration tab and expand Miscellaneous in the left navigation menu.

2. Click PTO Blackout Dates.

3. Click Delete in the row for the desired blackout period.

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Configuring Permissions, Roles and Accounts Permissions, roles, and accounts work together as key security features in Clarity.

Consider:

Employees must have user accounts in order to be scheduled and tracked on the Real

Time Roster, even if they will never log in to Clarity themselves.

A user account allows an employee to log in to Clarity, assuming that the employee

knows the username, password, and Clarity URL. However, with no role assigned, the

employee would see only the Home tab with his employee profile information, could

not see his schedule, and could not perform any actions.

Permissions are assigned to roles and specify the actions that can be performed by

users with that role.

When Uptivity WFO and Clarity are installed together, user account information is stored

in the same database.

Users can log in to each application if they know their account names, passwords, and the

application URLs. In other words, users can log in to Clarity and then access Uptivity WFO

without logging in again and vice versa. In order to access any functionality in either

application, they must be assigned roles.

Both Uptivity WFO and Clarity allow logging in with Windows credentials when correctly

configured with Active Directory integration. Some organizations allow users to log in with

either their Windows credentials or a Uptivity WFO/Clarity account. If your organization

uses only Windows-based logins, passwords should be managed through your Active

Directory solution and not through Clarity. See the "Security" section in the Uptivity WFO

Administration Manual for more information.

Role design varies by the needs of the organization. Two common role design strategies

are user-based and task-based.

User-based roles include all permissions typically needed by a specific user (such as

employee, supervisor, or system administrator). For example, a supervisor may need to

view the Real Time Roster, create schedules, and create users.

Task-based roles focus on tasks, not users. A task-based role can be Manage Users with

the permission to create users and schedules. Another task can be Monitor a Shift with

permission to view the roster and real-time reports. Multiple roles can be assigned to the

same user.

The steps for creating roles and user accounts vary depending on whether or not Uptivity

WFO is installed with Clarity. In hybrid Uptivity WFO/Clarity systems, Roles are shared

across applications and are managed from Uptivity WFO. The Uptivity WFO Roles page

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will open automatically when you click Roles from Clarity. Refer to the Uptivity WFO

Administration Manual for further information on configuring roles in a hybrid system. This

section explains how to manage roles in a Clarity standalone system.

Agents may log in to multiple devices (that is, ACDs), but Clarity can only tie each

user account to one ACD. If users must be tracked for each login, a separate Clarity

account must be created for each login.

Permissions & Roles Overview

Permissions in Clarity are best understood in the context of the tasks to which they relate.

Very few Clarity tasks require only a single permission.

Most contact centers include supervisors (team leads) who need access to different levels

of information and functionality than does a regular employee (agent). Some supervisors

need access to just their individual team, while others may need access to multiple teams

or to all employees. Clarity lets you assign permissions to support these scenarios, so it's

important to understand the following:

Many permissions offer both "All" and "Team" versions (for example, Employee

Schedule All View and Employee Schedule Team View).

Employee searches in Clarity can only be done by users who have three permissions in

combination: Employee Section, Employee Search, and either Employee Profile All

View or Employee Profile Team View. This is an important basic permission set for

team leads and above, since many actions can only be performed from the search

results window.

"All" permissions override "Team" permissions. A supervisor with the Employee

Schedule All View permission will be able to view schedules for all employees, including

members of their team(s).

"Team" permissions only apply to users who are configured as Supervisors of that

Team. The user's account must have the Can Be Supervisor checkbox selected for

that user to be assigned as a Team Supervisor. For more information on assigning

Supervisors to Teams, see Configure Teams. For more information regarding who can

be a Supervisor, see Employee Account Field Reference.

"Team" and "All" permissions can be used in combination, and supervisors can be

assigned "All" permissions when appropriate. For example, a supervisor might have

the Employee Profile All View and Employee Schedule Team View permissions. This

would allow them to see any/all employees in search results, but only view schedules

for members of their assigned team.

One Team can have multiple supervisors and one supervisor can be assigned to

multiple Teams. However, each user can be a member of only one Team.

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The "Team" and "All" permissions for Add Leave Request, Leave Request Approval,

Schedule and PTO Page do not automatically give you the ability to act on yourself. In

other words, supervisors with the Employee Schedule Team Edit permission cannot

edit their own schedules. This is true even if the supervisor is a member of the team.

You can only act on yourself if you have specific rights to do so via a "Self" permission.

The "All" permissions for Profile View, Roster, and Swap Request Approval do

automatically give you the ability to act on yourself. "Self" permissions are not

required. In other words, supervisors with the Swap Request Approval All permission

could approve their own shift swap requests. For this reason, "All" permissions should

be limited to a select group.

The "Team" permissions for Profile View and Roster do automatically give supervisors

the ability to act on themselves if they are members of their team(s). "Self"

permissions are not required. For this reason, supervisors should not typically be

members of the teams they supervise.

Titles included in an employee's profile are for search/filter purposes only. Entering

"Supervisor" in the Title field on an employee's profile does not mean Clarity will view

that person as a supervisor.

Most organizations have at least one manager or administrator who should be able to

perform nearly all Clarity functions on behalf of all (or nearly all) users. Clarity does

provide the option of designating a user as a "superuser" when you are creating the user

account. Superuser access is not a role and can only be granted to individual users.

Because of the powerful nature of superuser access, and the potential for misuse, the

preferred method is to create roles with the minimum necessary permissions to

accomplish the applicable tasks, and assign those roles to the appropriate users.

Superusers must still have the Can Be Supervisor checkbox selected in their user

account to be made Supervisor of a Team.

Role Configuration Examples

Following are some examples of typical roles within a contact center. Each example role

lists tasks commonly associated with that role, and the Clarity permission set required to

complete each of those tasks. Because some permissions/permission sets may affect

multiple tasks, the permissions required for the role are also summarized for easy

reference.

Example Role: Agent/Employee

In many organizations, basic agents should be able to perform just these tasks:

Log in to Clarity.

Requires a Clarity user account but no specific permissions.

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Change their password and/or request a forgotten password.

Requires Allow Change Password permission (or Allow Password Changes in the

Discover Web Portal).

View (but not change) their schedule.

Requires Employee Schedule Self View permission.

Request leaves and schedule swaps from their own schedule.

Requires Employee Schedule Self View permission.

View their pending requests and leave history, as well as make and cancel leave

requests, from their own PTO tab.

Requires Employee Schedule Self View and PTO Page Self Edit permissions.

View (but not change) their own profile information – Name, Labor Units, Teams, Skill

sets, and so forth, but not Roles or Schedule Types.

Requires a Clarity user account but no specific permissions.

Customize their Clarity dashboard by adding, viewing or deleting Clarity widgets.

Requires the Home Page Widgets permission.

To meet this need, create and assign a Role with these permissions to agents:

Allow Change Password (or Allow Password Changes in the Discover Web Portal)

Employee Schedule Self View

PTO Page Self Edit

Home Page Widgets

Following are tasks which may or may not be performed at the agent level. Permissions

required for these tasks may already be contained in the Role's basic permission set.

If your organization uses the Schedule Bidding feature, add this permission to allow

agents to bid for schedules:

Employee Self Edit (additional conditions also apply; see the "Bid for Schedules"

section of the Clarity WFM User Manual for more information).

If your agents should be able to edit their own profiles, they need these permissions:

Allow User Admin (or Allow User Administration in the Discover Web Portal)

Employee Section

Employee Self Edit

If agents have permission to edit their own profiles, they can also edit their own

password even if they do not have the Allow Change Password permission.

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If your agents should be able to edit their own schedules, they need these permissions:

Employee Schedule Self Edit

Employee Section

Example Role: Team Lead/Supervisor

In many organizations, a first-level supervisor or team lead oversees one or more teams.

This person would typically perform all the tasks discussed in Example Role:

Agent/Employee and should also be able to perform these tasks:

View schedules for team members.

Requires Employee Section, Employee Search, Employee Profile Team View, and

Employee Schedule Team View permissions.

Edit schedules for team members on the team member's Schedule tab or on the

Overview report.

Requires Employee Section, Employee Search, Employee Profile Team View, and

Employee Schedule Team Edit permissions.

View pending requests and leave history for team members.

Requires Employee Section, Employee Search, Employee Profile Team View,

Employee Schedule Team View (or Team Edit) and PTO Page Team View

permissions.

View profile information for team members.

Requires Employee Section, Employee Search, and Employee Profile Team View

permissions.

Edit profile information for team members.

Requires Employee Section, Employee Search, Employee Profile Team View, and

Allow User Administration permissions.

Approve leave requests for members of their team(s) from the team member's

Schedule or PTO tab, and/or from the Overview report.

Requires Leave Request Approval Team permissions, in addition to permissions

required to view/edit the Schedule tab, PTO tab, and/or Overview report.

Approve leave requests for members of their team(s) from the Processes Report.

Requires Reports Section, Reports Processes, and Leave Request Approval Team

permissions.

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Approve schedule swap requests for members of their team(s).

Requires Reports Section, Reports Processes, and Swap Request Approval Team

permissions.

View the Real Time Roster for their team(s).

Requires Reports Section, Reports Real Time, and Roster Team permissions.

View the Overview and/or Adherence reports for their team(s).

Requires Reports Section, Employee Section, Employee Search, and Employee

Schedule Team View permissions.

To meet this need, create and assign a Role with these permissions to team lead(s). You

will also need to configure the team lead as a Supervisor for the applicable team(s). For

more information on assigning Supervisors to teams, see Configure Teams. For more

information regarding who can be a Supervisor, see Employee Account Field Reference.

Allow Change Password (or Allow Password Changes in the Discover Web Portal)

Allow User Admin (or Allow User Administration in the Discover Web Portal)

Employee Section

Employee Search

Employee Schedule Self View

PTO Page Self Edit

PTO Page Team View

Employee Profile Team View

Employee Schedule Team Edit

Leave Request Approval Team

Swap Request Approval Team

Reports Processes

Reports Section

Reports Real Time

Roster Team

Home Page Widgets

Following are tasks which may or may not be performed at the team lead level. Some of

the permissions required for these tasks may already be contained in the basic permission

set in the Role described here.

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If team leads should be able to enter leave requests and/or record call offs for their team

members from the team member's Schedule tab, PTO tab, and/or the Overview report,

they need these permissions:

Add Leave Request Team

Permissions to view/edit the Schedule tab, PTO tab, and/or Overview report

If team leads should be able to use historical widgets, they need these permissions:

Reports Section

Reports Historical

Historical Widgets

If team leads should be able to use real-time widgets, they need these permissions:

Reports Section

Reports Real Time

Real Time Widgets

If team leads should be able to use ad hoc reports, they need these permissions:

Reports Section

Allow Clarity Ad Hoc Reporting

If team leads should be able to create report subscriptions for Clarity ad hoc reports, they

need these permissions:

Reports Section

Allow Clarity Ad Hoc Reporting

Allow Report Subscriptions

If team leads should be able to create shared schedules for use with report subscriptions,

they need these permissions:

Reports Section

Allow Report Subscriptions

If team leads should be able to add items to the News Widget, they need these

permissions:

Home Page Widgets

Edit News Widget

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Example Role: Scheduler

In many organizations, one person creates schedules for the contact center and performs

related tasks like forecasting, but may or may not supervise employees. A dedicated

"scheduler" would typically perform all the tasks discussed in Example Role:

Agent/Employee and would also need to perform these tasks:

Create, trend, analyze and manage forecast data sets.

Requires Forecast Section, Forecast Acquire, Forecast Trend, and Forecast Predict

permissions.

Create and publish schedules.

Requires Schedule Section, Schedule Load, Schedule Create, and Schedule Publish

permissions.

Create and publish bidding schedules.

Requires Schedule Section, Schedule Bidding, Schedule Load, Schedule Create, and

Schedule Publish permissions.

Add, view, or delete the Scheduler widget on their Home tab.

Requires Home Page Widgets and Schedule Create permissions.

To meet this need, create and assign a Role with these permissions to schedulers:

Allow Change Password (Allow Password Changes in the Discover Web Portal)

Employee Schedule Self View

PTO Page Self Edit

Home Page Widgets

Forecast Section

Forecast Acquire

Forecast Predict

Forecast Trend

Schedule Section

Schedule Create

Schedule Load

Schedule Publish

Schedule Bidding

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Example Role: Manager/Administrator

Most organizations have one person, or a relatively small team of people, who should be

able to administer Clarity users and the Clarity application itself. This person would

typically perform all the tasks discussed in Example Role: Agent/Employee as well as the

following tasks:

View profile information for all employees.

Requires Employee Section, Employee Search, and Employee Profile All View

permissions.

Edit profile information for all employees.

Requires Employee Section, Employee Search, Employee Profile All View, and Allow

User Administration permissions.

View pending requests and leave history for all employees.

Requires Employee Section, Employee Search, Employee Profile All View, Employee

Schedule All View (or All Edit), and PTO Page All View permissions.

Approve leave requests for all employees from the employee's Schedule or PTO tab,

and/or from the Overview report.

Requires Leave Request Approval All permission, in addition to permissions required

to view/edit the Schedule tab, PTO tab, and/or Overview report.

Approve leave requests for all employees from the Processes report.

Requires Reports Section, Reports Processes, and Leave Request Approval All

permissions.

Approve schedule swap requests for all employees.

Requires Reports Section, Reports Processes, and Swap Request Approval All

permissions.

View schedules for all employees.

Requires Employee Section, Employee Search, Employee Profile All View, and

Employee Schedule All View permissions.

Edit schedules for all employees on the employee's Schedule tab or on the Overview

report.

Requires Employee Section, Employee Search, Employee Profile All View, and

Employee Schedule All Edit permissions.

Add users to Clarity.

Requires Employee Section and Employee Create permissions.

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Configure Clarity settings (such as add Supervisors to Teams, add new Skills, and so

forth)

Requires the Configuration Section permission.

View the Real Time Roster for all employees.

Requires Reports Section, Reports Real Time, and Roster All permissions.

View the Overview and/or Adherence reports for all employees.

Requires Reports Section, Employee Section, Employee Search, and Employee

Schedule All View permissions.

To meet this need, create and assign a Role with these permissions to managers:

Allow Change Password (or Allow Password Changes in the Discover Web Portal)

Employee Section

Employee Search

Employee Profile All View

Allow User Administration

PTO Page All View

PTO Page Self Edit

Leave Request Approval All

Swap Request Approval All

Employee Schedule Self Edit

Employee Schedule All Edit

Home Page Widgets

Configuration Section

Employee Create

Reports Section

Reports Processes

Reports Real Time

Roster All

Following are tasks which may or may not be performed by managers/ administrators.

Permissions required for these tasks may already be contained in the Role's basic

permission set.

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If managers should be able to enter leave requests and/or record call offs for all

employees from the employee's Schedule tab, PTO tab, and/or the Overview report, they

need these permissions:

Add Leave Request All

Permissions to view/edit the Schedule tab, PTO tab, and/or Overview report

If managers should be able to use historical widgets, they need these permissions:

Reports Section

Reports Historical

Historical Widgets

If managers should be able to use real-time widgets, they need these permissions:

Reports Section

Reports Real Time

Real Time Widgets

If managers should be able to use ad hoc reports, they need these permissions:

Reports Section

Allow Clarity Ad Hoc Reporting

If managers should be able to create report subscriptions for Clarity ad hoc reports, they

need these permissions:

Reports Section

Allow Clarity Ad Hoc Reporting

Allow Report Subscriptions

If managers should be able to create shared schedules for use with report subscriptions,

they need these permissions:

Reports Section

Allow Report Subscriptions

If managers should be able to add items to the News Widget, they need these

permissions:

Home Page Widgets

Edit News Widget

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Configure Roles

To create a Role:

1. Click the Configuration tab and expand Miscellaneous in the left navigation menu.

2. Click Roles and then click New Role.

3. Type a unique Name for the Role.

4. Type a Description for the Role (optional).

5. Click Create New Role.

6. Select the Role from the drop-down list.

7. Select the checkbox(es) for any permission(s) to be associated with this Role. For

details about permissions, see Permissions & Roles Overview.

8. Click Save and then OK.

To edit a Role:

1. Click the Configuration tab and expand Miscellaneous in the left navigation menu.

2. Click Roles and select the Role you want to edit from the drop-down list.

3. Select the checkbox(es) for permission(s) to be added and/or clear the checkbox(es)

for permission(s) to be removed.

4. Click Save and then click OK.

Permissions Reference

All of the Clarity permissions here are listed in alphabetical order. Some permission names

are slightly different in the Discover and Clarity Web Portals, and those are noted

accordingly.

Add Leave Request All

Add Leave Request Team

Allow Change Password (Allow Password Changes in hybrid systems)

Allow User Admin (Allow User Administration in hybrid systems)

Call Off

Configuration Section

Edit News Widget

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Employee Create

Employee Profile All View

Employee Profile Team View

Employee Schedule All Edit

Employee Schedule All View

Employee Schedule Self Edit

Employee Schedule Self View

Employee Schedule Team Edit

Employee Schedule Team View

Employee Search

Employee Section

Employee Self Edit

Forecast Acquire

Forecast Predict

Forecast Section

Forecast Trend

Historical Widgets

Home Page Widgets

Leave Request Approval All

Leave Request Approval Team

PTO Page Self Edit

PTO Page All View

PTO Page Team View

Real Time Widgets

Report Subscription (Allow Report Subscriptions in the Discover Web Portal)

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Reports Clarity Ad Hoc (Allow Clarity Ad Hoc Reporting in the Discover Web Portal)

Reports Historical

Reports Processes

Reports Real Time

Reports Section

Roster All

Roster Team

Schedule Bidding

Schedule Create

Schedule Load

Schedule Publish

Schedule Section

Swap Request Approval All

Swap Request Approval Team

Configure Employee Accounts

If you have a hybrid Uptivity WFO/Clarity system, it is best practice to create the Clarity

employee account first since this also creates a Uptivity WFO user account for that

employee. If you create the user account in Uptivity WFO first, the Clarity employee

account will have missing fields and cannot be used until these fields are updated (for

details, see Mass Update Incomplete Users).

To create an employee account:

1. Click the Employees tab and then click Create.

2. Complete the employee record fields used in your organization.

3. If you want to include a photo, click Upload New Photo, navigate to the applicable

image file, and then click Open.

4. Click the small Create button.

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To edit an employee account:

1. Click the Employees tab and then click Search.

2. Type one or more criteria items that identify the employee and click the smaller

Search button.

3. Locate the employee in the Search Results list and click Edit.

4. Edit the values as needed and then click Save. To add an employee photo or change

the existing photo, click the photo/placeholder. Navigate to the applicable image file,

and then click Open.

Employee Account Field Reference

Clarity allows you to enter a wide variety of data about each employee. The following list

of employee account fields and associated information will help you decide which fields are

appropriate to use in your organization. Fields noted with an asterisk (*) are required.

Fields that exist in both the Uptivity WFO user account and Clarity employee account

appear in blue.

First Name*

Last Name*

Title*: For related information, see Configure Titles.

Location*: For related information, see Locations.

Employee ID: This optional identifier can be a number used in other systems, such as

HR or your PBX.

Labor Unit: For related information, see Labor Units Overview.

Team: For related information, see Configure Teams.

Username*: Used by the employee to log into Clarity; must be unique.

Password*: Used by the employee to log into Clarity. Clarity itself does not have any

built-in password requirements or restrictions. If authentication is done via Active

Directory, password length and other security measures are configured there.

Email*: A valid email address is required for every employee account. If you attempt

to save the employee without an email address, Clarity will prompt you to enter one.

Phone: Enter numbers only.

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Active: If this checkbox is not selected, the employee cannot access Clarity and is not

available for scheduling. Any historical information would still appear on reports.

Inactive employees can be reactivated.

In hybrid Clarity/Uptivity WFO systems, clearing the Active checkbox can cause the

agent to lose access to both applications. In some cases, you may need to keep an

agent's Uptivity WFO access even if he/she will no longer be scheduled with Clarity. To

accomplish this, leave the Active checkbox selected, but deselect the Labor Unit

associated with the agent and set the Device to <None>. This removes the agent from

any scheduling and Real Time Roster pages, but leaves the account intact.

Superuser: Selecting this checkbox provides unlimited access to Clarity and Uptivity

WFO, if applicable. Grant this status only when absolutely necessary.

Can Be Supervisor: Selecting this checkbox causes the employee to appear in the list

of available Supervisors during Team configuration.

Schedule Type: Required for any employee who should be automatically scheduled by

Clarity.

Labor Time Zone: Enter the employee's work time zone if it differs from that of the

employee's assigned Location.

Roles: Multiple Roles are permitted; for related information, see Permissions & Roles

Overview.

Skills: Multiple Skills are permitted; for related information, see Skills.

Device: For related information, see Devices Overview.

Device Unique ID: Type the unique login ID for the employee on the Device, such as

logid, TelsetLoginID, and so forth. The Device and Device Unique ID combination must

be unique to the agent. If it is not and you attempt to save the agent, Clarity will warn

you that the Device Unique ID is already in use and will not allow you to save the

duplicated values.

Device Unique IDs by Integration Type

Avaya CMS Login

Avaya AACC TelsetLoginID

Cisco UCCX resourceLoginID

Cisco UCCE SkillTargetID (Take from Agent Table)

ShoreTel Contact Center Agent_id

ShoreTel Director AgentDN

Zeacom Contact Center Loginid

Cell Phone

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Cell Carrier: Required for Clarity to send text messages to the employee.

Enable SMS: Select this checkbox for Clarity to send text messages.

Upload New Photo: If employee photos will be included in the profile, the photo must

be on your PC or an accessible network drive, and must be in GIF, PNG, or JPEG

format. Photos are uploaded by default to the CallCopy\ ClarityImages directory.

Alternatively, Clarity can be configured (either during installation or later by Uptivity

WFO Support) to use a custom location such as a network file share. The IIS_IUSRS

account on the Clarity server must have read and write permissions to any directory

used.

Import Employees

This procedure applies only to hybrid Uptivity WFO/Clarity systems.

For hybrid systems, employees can be imported in batches using the Import Users

function in Uptivity WFO. If you have a database or Excel spreadsheet of agents, you may

be able to generate a CSV data file. That information can be imported into Uptivity WFO,

then migrated to and updated in Clarity, saving time by minimizing data entry tasks. You

may include roles in the CSV file but are not required to do so.

A file must be in the following format: username, password, locked, first_name,

last_name, email, system_username, system_domain, employee_id, site_id,

phone1;phone2;phone3;, role1;role2;role3;

To import a CSV file of employees in a hybrid Uptivity WFO/Clarity system:

1. In the Discover Web Portal, click the Administration tab and expand Permissions in

the left navigation menu.

2. Click Users and then click Import Users.

3. Click Select.

4. Browse to locate and open the file.

5. If the CSV file contains a heading row (Name, Title, Position, and so forth), select the

checkbox for Import file has a header: to ignore this row during import. Click

Upload File.

6. When the upload is complete and the file has been parsed successfully, follow the

procedure to Mass Update Incomplete Users.

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Mass Update Incomplete Users

This procedure applies only to hybrid Uptivity WFO/Clarity systems.

Users created in, or imported via, Uptivity WFO do not have many of the information fields

required for Clarity scheduling and roster reporting. As those users are created, they

appear on the Mass Update list and must be updated.

In the Roles section of the Update Incomplete Users screen, the drop-down list

displays available roles in alphabetical order. Even if you do not select a Role in this

screen (for example, you may have already assigned Roles in Uptivity WFO), Clarity still

assigns the displayed Role to the employee.

To avoid this, select an appropriate Role for every employee before updating. If the Role

has already been assigned to the employee, you will see a warning message but the

employee will update successfully.

To update incomplete users:

1. Click the Configuration tab and expand Miscellaneous in the left navigation menu.

2. Click Mass Update Incomplete Users.

3. Enter the missing information for each user. For details, see Employee Account Field

Reference.

4. Click Update Selected.

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Appendix: Time Zones Clarity stores times in UTC (Coordinated Universal Time). This table shows the offset

between time zones. For example EST is UTC-05:00 so 8:00PM UTC is 3:00PM EST.

Name of Time Zone Time

Dateline Standard Time (UTC-12:00) International Date Line West

Samoa Standard Time (UTC-11:00) Midway Island, Samoa

Hawaiian Standard Time (UTC-10:00) Hawaii

Alaskan Standard Time (UTC-09:00) Alaska

Pacific Standard Time (UTC-08:00) Pacific Time (US and Canada);

Tijuana

Mountain Standard Time (UTC-07:00) Mountain Time (US and Canada)

Mexico Standard Time 2 (UTC-07:00) Chihuahua, La Paz, Mazatlan

U.S. Mountain Standard Time (UTC-07:00) Arizona

Central Standard Time (UTC-06:00) Central Time (US and Canada)

Canada Central Standard Time (UTC-06:00) Saskatchewan

Mexico Standard Time (UTC-06:00) Guadalajara, Mexico City, Monterrey

Central America Standard Time (UTC-06:00) Central America

Eastern Standard Time (UTC-05:00) Eastern Time (US and Canada)

U.S. Eastern Standard Time (UTC-05:00) Indiana (East)

S.A. Pacific Standard Time (UTC-05:00) Bogota, Lima, Quito

Atlantic Standard Time (UTC-04:00) Atlantic Time (Canada)

S.A. Western Standard Time (UTC-04:00) Caracas, La Paz

Pacific S.A. Standard Time (UTC-04:00) Santiago

Newfoundland and Labrador

Standard Time (UTC-03:30) Newfoundland and Labrador

E. South America Standard Time (UTC-03:00) Brasilia

S.A. Eastern Standard Time (UTC-03:00) Buenos Aires, Georgetown

Greenland Standard Time (UTC-03:00) Greenland

Mid-Atlantic Standard Time (UTC-02:00) Mid-Atlantic

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Azores Standard Time (UTC-01:00) Azores

Cape Verde Standard Time (UTC-01:00) Cape Verde Islands

UTC (UTC) Greenwich Mean Time: Dublin, Edinburgh,

Lisbon, London

Greenwich Standard Time (UTC) Casablanca, Monrovia

Central Europe Standard Time (UTC+01:00) Belgrade, Bratislava, Budapest,

Ljubljana, Prague

Central European Standard Time (UTC+01:00) Sarajevo, Skopje, Warsaw, Zagreb

Romance Standard Time (UTC+01:00) Brussels, Copenhagen, Madrid,

Paris

W. Europe Standard Time (UTC+01:00) Amsterdam, Berlin, Bern, Rome,

Stockholm, Vienna

W. Central Africa Standard Time (UTC+01:00) West Central Africa

E. Europe Standard Time (UTC+02:00) Bucharest

Egypt Standard Time (UTC+02:00) Cairo

FLE Standard Time (UTC+02:00) Helsinki, Kiev, Riga, Sofia, Tallinn,

Vilnius

GTB Standard Time (UTC+02:00) Athens, Istanbul, Minsk

Israel Standard Time (UTC+02:00) Jerusalem

South Africa Standard Time (UTC+02:00) Harare, Pretoria

Russian Standard Time (UTC+03:00) Moscow, St. Petersburg, Volgograd

Arab Standard Time (UTC+03:00) Kuwait, Riyadh

E. Africa Standard Time (UTC+03:00) Nairobi

Arabic Standard Time (UTC+03:00) Baghdad

Iran Standard Time (UTC+03:30) Tehran

Arabian Standard Time (UTC+04:00) Abu Dhabi, Muscat

Caucasus Standard Time (UTC+04:00) Baku, Tbilisi, Yerevan

Transitional Islamic State of

Afghanistan Standard Time (UTC+04:30) Kabul

Ekaterinburg Standard Time (UTC+05:00) Ekaterinburg

West Asia Standard Time (UTC+05:00) Islamabad, Karachi, Tashkent

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India Standard Time (UTC+05:30) Chennai, Kolkata, Mumbai, New

Delhi

Nepal Standard Time (UTC+05:45) Kathmandu

Central Asia Standard Time (UTC+06:00) Astana, Dhaka

Sri Lanka Standard Time (UTC+06:00) Sri Jayawardenepura

N. Central Asia Standard Time (UTC+06:00) Almaty, Novosibirsk

Myanmar Standard Time (UTC+06:30) Yangon Rangoon

S.E. Asia Standard Time (UTC+07:00) Bangkok, Hanoi, Jakarta

North Asia Standard Time (UTC+07:00) Krasnoyarsk

China Standard Time (UTC+08:00) Beijing, Chongqing, Hong Kong

SAR, Urumqi

Singapore Standard Time (UTC+08:00) Kuala Lumpur, Singapore

Taipei Standard Time (UTC+08:00) Taipei

W. Australia Standard Time (UTC+08:00) Perth

North Asia East Standard Time (UTC+08:00) Irkutsk, Ulaanbaatar

Korea Standard Time (UTC+09:00) Seoul

Tokyo Standard Time (UTC+09:00) Osaka, Sapporo, Tokyo

Yakutsk Standard Time (UTC+09:00) Yakutsk

A.U.S. Central Standard Time (UTC+09:30) Darwin

Cen. Australia Standard Time (UTC+09:30) Adelaide

A.U.S. Eastern Standard Time (UTC+10:00) Canberra, Melbourne, Sydney

E. Australia Standard Time (UTC+10:00) Brisbane

Tasmania Standard Time (UTC+10:00) Hobart

Vladivostok Standard Time (UTC+10:00) Vladivostok

West Pacific Standard Time (UTC+10:00) Guam, Port Moresby

Central Pacific Standard Time (UTC+11:00) Magadan, Solomon Islands, New

Caledonia

Fiji Islands Standard Time (UTC+12:00) Fiji Islands, Kamchatka, Marshall

Islands

New Zealand Standard Time (UTC+12:00) Auckland, Wellington

Tonga Standard Time (UTC+13:00) Nuku'alofa

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Document Revision History

Revision Change Description Effective

Date

0 Initial version for this release 2015-09-01